Section_J _Attachment_2 _Baseline_and_Services_Summary_(BASS).xlsx

Legend

Critical Level = self-explanatory UL = Unclassified LAN SL = Secret LAN TS = Top Secret - Collateral JW = JWICS OR = Other SC = Source Reference

Critical Level column:

MC = Mission Critical - Line item is identified as Mission Critical

Source Reference column:

TRD (number) = Technical Requirment Document

Service Levels Columns:

P = Platinum G = Gold S = Silver B = Bronze

The Service Levels colums on the Authorized Baseline tab correspond to the same-named green tabs. These columns list the service level for each system.

Systems/criteria for the white tabs is listed on the on the tab itself.

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Authorized Baseline

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REnamed-for deletion

MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ: MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ:

NESMITH, JOHNNIE M GS-12 USAF ACC 55 CONS/LGCZ: NESMITH, JOHNNIE M GS-12 USAF ACC 55 CONS/LGCZ:

Command Master Visitor Data Base. Need to check with CML and see if this still exsists and who maintains it

MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ: MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ:

MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ: MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ:

MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ: MARCHBANK, JEREMY G GS-12 USAF ACC 55 CONS/LGCZ:

Johnnie emailed Brenda Stolpe IRT this NESMITH, JOHNNIE M GS-12 USAF ACC 55 CONS/LGCZ: NESMITH, JOHNNIE M GS-12 USAF ACC 55 CONS/LGCZ:

Command Master Visitor Data Base. Need to check with CML and see if this still exsists and who maintains it Emailed Gary McMillan. TBD X HQ-J9

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Authorized Baseline _WORKSHEET

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ISPAN - WORKSHEET

Mission Criticality = self-explanatory SL = Secret TS = Top Secret - Collateral JW = JWICS OR = Other

Mission Criticality column:

MC = Mission Critical ME = Mission Essential MS = Mission Support O = Other NOTE: This designation denotes the order in which ITCC will perform response & restoral.

System Tiers

3.2.2.

3.2.7.1.1) 3.2.7.1.2) 3.2.8.2.1)b)v) 3.2.8.2.3) 3.2.12.

3.2.12.1.5) 3.2.13.1.8) 3.2.13.1.11) 3.4.2) 3.4.4) 3.4.4)c) 4.3.2) 4.3.10) 4.4.

4.4.3) 4.4.5) 4.5.

4.5.3) 5.2.1.1 5.2.1.2.

Gold 24x7 <2 hour Service capability is restored 4 hour from response time. All hardware and software is fully operational within 48 hours of response. 99% See Authorized Baseline Tab 3.2.1.2) 3.2.2.

3.2.7.1.1) 3.2.7.1.2) 3.2.8.2.1)b)v) 3.2.8.2.3) 3.2.12.

3.2.12.1.5) 3.2.13.1.8) 3.2.13.1.11) 3.4.2) 3.4.4) 3.4.4)c) 4.4.

5.2.1.1 5.2.1.2.

3.2.2.

3.2.7.1.1) 3.2.7.1.2) 3.2.8.2.1)b)v) 3.2.8.2.3) 3.2.12.

3.2.12.1.5) 3.2.13.1.8) 3.2.13.1.11) 3.4.2) 3.4.4) 3.4.4)c) 4.4.

5.2.1.1 5.2.1.2.

Service capability is defined as full service capability being provided to the end user, regardless of the status of individual components, servers, etc.

Availability means the resource/Service is operational and provides required data to end-user in the accepted format TE2S is the Test Exercise and Experimentation Services, to include Program of Record testing, C2 testing, the TIF, and all other test environments For any single event, availability shall be counted in the month in which the downtime starts until the minimum availability threshold (maximum allowable downtime) for that system is reached. Any remaining downtime occurring in the second month will count against the second month affected by that outage.

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Service Center

120 seconds of dialing or 90 seconds during in-person visit, or by submitting an on-line trouble ticket.

Personal routine visit tasks successfully resolved and closed within 30 minutes of initial contact. Customer is provided a reference number allowing the trouble ticket to be tracked Wait time for phone calls from ring to answer is < 120 seconds All trouble tickets are entered into a tracking system (currently Remedy) allowing progress to be tracked Trouble ticket status will be current with 30 minutes of status change Contractor will maintain an 95% customer satisfaction rate First call resolution 70% of the time See Authorized Baseline Tab 3.2.8.1.1) 3.2.8.1.2)c) 3.2.8.1.2)d) 3.2.8.1.2)f) 3.2.8.1.2)j) 3.2.8.1.2)k) 4.5.5) 5.2.1.1.

5.2.1.2.

6.11)

Wait time for phone calls from ring to answer is < 120 seconds All trouble tickets are entered into a tracking system (currently Remedy) allowing progress to be tracked Trouble ticket status will be current with 45 minutes of status change Contractor will maintain an 90% customer satisfaction rate First call resolution 65% of the time See Authorized Baseline Tab 3.2.8.1.1) 3.2.8.1.2)c) 3.2.8.1.2)d) 3.2.8.1.2)f) 3.2.8.1.2)j) 3.2.8.1.2)k) 4.5.5) 5.2.1.1.

5.2.1.2.

6.11)

Wait time for phone calls from ring to answer is < 120 seconds All trouble tickets are entered into a tracking system (currently Remedy) allowing progress to be tracked Trouble ticket status will be current with 60 minutes of status change Contractor will maintain an 85% customer satisfaction rate First call on-phone resolution 65% of the time for Mission Critical systems; 60% for all other systems See Authorized Baseline Tab 3.2.8.1.1) 3.2.8.1.2)c) 3.2.8.1.2)d) 3.2.8.1.2)f) 3.2.8.1.2)j) 3.2.8.1.2)k) 4.5.5) 5.2.1.1.

5.2.1.2.

6.11)

Wait time for phone calls from ring to answer is < 120 seconds All trouble tickets are entered into a tracking system (currently Remedy) allowing progress to be tracked Trouble ticket status will be current with 30 minutes of status change Contractor will maintain an 85% customer satisfaction rate Resolution 90% of the time without routing to Tier 2 or 3 technicians. See Authorized Baseline Tab

Definitions

First call resolution: when a Service Center Analyst is able to resolve an end user's issue during the initial phone session without routing the call to another section. Actions of the Service Center Analyst resolve the issue to the caller's satisfaction during the initial phone session.

Customer Satisfaction: Contractor shall poll every 5th call for customer satisfaction. Customer will be asked if they were "Very Satisfied", "Satisfied", or "Not Satisfied". Non-responses will be assumed "Satisfied".

Routine tasks: Tasks handle by the service center on an ongoing and regular basis. Examples include: password resets, CAC and token PIN reset, file permissions, etc.

Unless otherwise stated, all systems on a network will inherit the same level of service center support as the network.

Tier I is basic customer support and typically the individual that answers the initial call Tier II is more experience technician with expertise in a particular area Tier III is the highest level of support and handles the most difficult problems.

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Database

Complete database environment restoral must be completed and full system capability restored within 24 hours of determination of need.

Partial database restoral must be started in < 1 hour after determination of need. Partial database restoral must be completed and full system capability restored within 4 hours of determination of need.

Restored data must be current within 30 minutes of outage. See Authorized Baseline Tab 3.2.6.2) 3.2.13.1.2) 3.2.13.1.3) 3.2.16.1.5) 3.2.13.1.6) 3.2.13.1.7) 3.2.13.1.11) Gold 99% data is accurate. Meets agreed-to schedule 95% of the time Database schema is developed, built, and deployed with 99% accuracy on mutually agreed to schedule Complete and/or partial database environment restoral must be completed and full system capability restored within 24 hours of determination of need. See Authorized Baseline Tab 3.2.6.2) 3.2.13.1.2) 3.2.13.1.3) 3.2.16.1.5) 3.2.13.1.6) 3.2.13.1.7) 3.2.13.1.11)

3.2.13.1.2) 3.2.13.1.3) 3.2.16.1.5) 3.2.13.1.6) 3.2.13.1.7) 3.2.13.1.11)

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Data backup-restoral

4.4.

4.5.

Gold Data restored using system checklists within 4 duty hours of notification. Data must be < 24 hours old. 98% of the time See Authorized Baseline Tab 3.2.9.4) 4.4.

4.5.

Silver Data restored using system checklists within 12 duty hours of notification. Data must be < 24 hours old. 95% of the time C2 and ISPAN MPAS test data See Authorized Baseline Tab 3.2.9.4) 4.4.

4.5.

Bronze Data restored using system checklists within 24 duty hours of notification. Data must be < 48 hours old. 95% of the time See Authorized Baseline Tab 3.2.9.4) 4.4.

4.5.

Covers all ITCC II covered networks

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Account Maintenance

3.2.8.1.2)h) 3.2.9.2) 3.2.13.1.9) Gold Accounts created or modified IAW help desk ticket parameters within 1 duty day of approved request, account locks and unlocks complete within 1 hour of notification passwords / PINs reset IAW IA policy within 20 minutes of request 90% of the time See Authorized Baseline Tab 3.2.8.1.2)g) 3.2.8.1.2)h) 3.2.9.2) 3.2.13.1.9) Silver Accounts created or modified IAW help desk ticket parameters within 2 days of approved request, account locks and unlocks complete within 1 hour of notification passwords / PINs reset IAW IA policy within 20 minutes of request 90% of the time See Authorized Baseline Tab 3.2.8.1.2)g) 3.2.8.1.2)h) 3.2.9.2) 3.2.13.1.9) Bronze Accounts created or modified IAW help desk ticket parameters within 3 days of approved request, account locks and unlocks complete within 1 hour of notification passwords / PINs reset IAW IA policy within 60 minutes of request 90% of the time See Authorized Baseline Tab 3.2.8.1.2)g) 3.2.8.1.2)h) 3.2.9.2) 3.2.13.1.9)

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Software Patching

3.2.9.10) 3.2.10.3) 3.2.10.13) 3.2.12.

3.2.9.10) 3.2.10.3) 3.2.10.13) 3.2.12.

3.2.9.10) 3.2.10.3) 3.2.10.13) 3.2.12.

Software is defined as any application, database, mid-tier application, program, operating system, etc. regardless of origin (COTS, GOTS, freeware, locally developed) running on any device capable of accepting software, that is approved by the Authorizing Official for the applicable system.

Software included for patching and updates:

- Incremental and full version updates to enterprise-wide server software and server operating systems

- All CYBERCOM directed patches and upgrades

- Incremental and full version updates to all client software

- Incremental upgrades to all client software client operating systems

- Incremental and full version software and firmware updates for network devices (routers, switches, etc.)

Penalties for CYBERCOM directed patches and updates shall be based on the criticality of the system using the software (e.g., upgrades to user programs on the UNCLASSIFIED network or non-critical; a patch to the C2EDB would be critical).

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Software Installation

3.2.9.9) 3.2.11 Gold Software installation finished and operational IAW and configured IAW best practices, CYBERCOM, and Authorizing Official direction within 16 business hours of notification. Software installation finished and operational IAW agreed timelines and configured IAW best practices, CYBERCOM, and Authorizing Official direction. 95% of the time Change approved software packaged 3.2.9.3) 3.2.9.9) 3.2.11 Silver Software installation finished and operational IAW and configured IAW best practices, CYBERCOM, and Authorizing Official direction within 24 business hours of notification. Software installation finished and operational IAW agreed timelines and configured IAW best practices, CYBERCOM, and Authorizing Official direction. 90% of the time Software installs not covered above, stand-alone devices 3.2.9.3) 3.2.9.9) 3.2.11 Bronze Software installation finished and operational IAW and configured IAW best practices, CYBERCOM, and Authorizing Official direction within 24 business hours of notification. Software installation finished and operational IAW agreed timelines and configured IAW best practices, CYBERCOM, and Authorizing Official direction. 90% of the time 3.2.9.3) 3.2.9.9) 3.2.11 Software is defined as any operating system, operating environment (local/physical or virtual), application, database, mid-tier application, program, etc. regardless of origin (COTS, GOTS, freeware, locally developed) running on any device capable of accepting software, that is approved by the Authorizing Official for the applicable system.

Package software is software configured for automated delivery/installation over the network.

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Config Mgmt

3.1.5.1)b)ii)

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Procurement

Note: Service level at Silver is the minimum acceptable in all circumstances, so is repeated for Bronze

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Warehouse

3.2.7.4.1) Gold Items turned in to the warehouse for disposal are disposed of IAW USSTRATCOM, DoD, and AF regulations within 30 calendar days Once items are delivered to the warehouse, pickup is coordinated with users, engineers, project managers, or program managers within 7 working days. 95% of the time 3.2.7.3.2) 3.2.7.4.1) 4.1.6)

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Environmental Monitoring

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HW Install

3.2.7.2.4)

Gold Perform installation and/or maintenance (including assembly, setup, configuration, and testing) to government specifications of systems and components identified by the government Complete within 5 duty days of receipt by ITCC-II contractor Installation complete within 5 business days of receipt by ITCC-II contractor 90% of the time Routine standard HW installation (catalog) replacement/upgrade 3.2.7.2.3) 3.2.7.2.4)

Silver Perform installation and/or maintenance (including assembly, setup, configuration, and testing) to government specifications of systems and components identified by the government Complete within 10 duty days of receipt by ITCC-II contractor Installs complete IAW agreed timelines 90% of the time Routine non-standard HW installation 3.2.7.2.3) 3.2.7.2.4)

Bronze Perform installation and/or maintenance (including assembly, setup, configuration, and testing) to government specifications of systems and components identified by the government Installs complete IAW agreed timelines 90% of the time 3.2.7.2.3) 3.2.7.2.4)

Hardware installation includes: installation of new hardware (i.e., a new computer), upgrades to existing hardware (i.e., replacing memory), or additions to existing hardware (i.e., adding an card to a device). Hardware installations may include installation of a software drivers, an operating system, or a virtual environment to complete installation and make the hardware fully functional. Any hardware installation must be fully operational, ready for use, and all associated documentation (drawings, Remedy tickets, etc.) must be completed before being considered complete.

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CCSS (Red Switch)

Method of Surveillance: Periodic inspection of contractor work schedule and work center visits.

Contractor personnel respond to maintenance requests. Respond to maintenance requests IAW PWS Para. 4.2.3.2., 95% of the time. 4.2.3.2

Penalties

PENALTIES FOR FAILURE TO MEET BASELINE AND SERVICES SUMMARY STANDARDS

Penalties for ITCC II are based on CLINs. FFP CLINs subject to potential penalties are:

X100 – Baseline Labor (FFP) X201 – New HQ Bldg (C2 Facility) O&M (PWS 4.1) X202 – CCSS (Red Switch) (PWS 4.2) X204 – Sharepoint Svcs-Secret & Unclass (PWS 4.4) X205 – Email Svcs-Unclass (PWS 4.5)

An extended outage (one lasting over 24 hours) shall be counted as multiple outages using this formula:

Total length of outage / 24 + 1 with the result being truncated at the whole number.

All penalties are assessed in the calendar month they occur, unless consecutive downtime extends into the next month and the maximum allowable downtime for the first month is reached. When this occurs, availability shall be counted in the month in which the downtime starts until the minimum availability threshold (maximum allowable downtime) for that system is reached. Any remaining downtime occurring in the second month will count against the second month affected by that outage.

Examples:

1. On 29 September at 0800, the unclassified email system is down for 79.3 hours. Forty hours of the outage occurred during the month of September, the remaining 39.3 hours occur during October. This outage counts as two non-critical (40/24+1 = 2.67; truncation equals 2) outages during September and (39.3/24 +1 = 2.6; truncated gives 2) two non-critical outages during October.

2. A critical system at the Gold support level goes down at 2200 on the last day of April and is down for 6 consecutive hours. Gold support calls for 99% availability, which translates into 7.2 hours of downtime. The maximum allowable downtime for April is not reached, so 2 hours (2200-2400) of downtime is counted against April (no contractual impact). The 4 hours of downtime that occurred in May will count against the 99% system availability for May.

3. A critical system at the Platinum support level goes down at 2330 on the last day of June and is down for 4 hours. Platinum support calls for 99.5% availability, which translates into 3.6 hours of downtime. 3.6 hours of downtime will count against June (constituting a failure). The remaining 0.4 hour will count against July.

4. A critical system at the Platinum support level with 99.5% availability (3.6 hours of downtime allowed) has already been down for 3 hours during June. On 30 June at 2200 it goes down for 3 consecutive hours. Downtime for June will be 5 hours (3 from existing downtime + the downtime occurring from 2200-2400). The one hour of the downtime occurring in July will be assessed to July.

Performance levels for all systems are defined in the BASS. Any system not identified specifically in the BASS shall be covered at the Silver level.

The contractor shall not be penalized for acts of nature, events wholly caused by the government, or for those wholly…